BMC Helix ITSM Reviews in May 2025: User Ratings, Pros & Cons

"Remedy IT Service Management"

What do you like best about BMC Helix ITSM? My team used Remedy IT Service Management during project and deployment planning for a very large payroll centralization project. Because we were facilitating a large enterprise deployment with multiple phases/waves (subject matter expertise did not exist in the legacy systems), my team drove the majority of the post-live support model design elements, as well as overseeing the change management activities as we planned to bring not only the ...

"Remedy has been the easiest ITSM software to use!"

What do you like best about BMC Helix ITSM? Remedy has been the easiest ITSM software to use in comparison to the other's I've had to use in the past! What do you dislike about BMC Helix ITSM? There was nothing that I didn't like about it in my experience!! My new company uses Service Now and although it does its job - Remedy was way easier to learn and use! Recommendations to others considering BMC Helix ITSM: Not only does it come as an ITSM but also can track project requests!! The ...

"Remedy as bug tracking and internal help desk"

What do you like best about BMC Helix ITSM? We have used Remedy as a bug tracking tool both internally within our company and also from clients. Helps us to read the clients notes for better understanding of failed examples and also gives us a flexibility to let clients see internal notes or not. What do you dislike about BMC Helix ITSM? Charts on the home page would take lot of time to load, performance is slow when it comes to displaying the dashboard on home page. Doesn't integrate ...

"Remedy as bug tracking and internal help desk"

What do you like best about BMC Helix ITSM? We have used Remedy as a bug tracking tool both internally within our company and also from clients. Helps us to read the clients notes for better understanding of failed examples and also gives us a flexibility to let clients see internal notes or not. What do you dislike about BMC Helix ITSM? Charts on the home page would take lot of time to load, performance is slow when it comes to displaying the dashboard on home page. Doesn't integrate ...

"BMC Ticketing tool"

What do you like best about BMC Helix ITSM? Easy interface with some good features and there are lots of good features such as categories where you can find the exact category related to your product easy to manage the ticket and at the same time you have many options such as you can put the ticket or case ID in progress if you are working if it is taking tie then you can pending the ticket so your SLA time will be stopped and you can manage multiple tickets at a time What do you dislike ...

"Production support"

What do you like best about BMC Helix ITSM? Systemetic appriach for incident management What do you dislike about BMC Helix ITSM? User interface could be enriched to facilitate reporting needs What problems is BMC Helix ITSM solving and how is that benefiting you? Incidents opened by stores requesting help - tracking is easy and effective

"Production support"

What do you like best about BMC Helix ITSM? Systemetic appriach for incident management What do you dislike about BMC Helix ITSM? User interface could be enriched to facilitate reporting needs What problems is BMC Helix ITSM solving and how is that benefiting you? Incidents opened by stores requesting help - tracking is easy and effective

"Good experience but needs improvisation in the areas of User Interface an Complexity."

What do you like best about BMC Helix ITSM? Customization through shell scripting works great. This opens doors for automation. The regular update emails of the tickets is a big plus point. What do you dislike about BMC Helix ITSM? Slow and complex UI makes it difficult to use. The complexity makes it overwhelming at the start. Recommendations to others considering BMC Helix ITSM: It is a fair Tool to track incidents. Make sure that the resource gets a proper KT before starting to work on ...

"Reasonably good tool for Incident/ Problem and Change Management"

What do you like best about BMC Helix ITSM? * Unified systems to manage Incidents, Problems, Change requests, Technical requests * Ability to generate reports is in-built in the tool. Provides visibility in tracking tickets. * Helps integrate Incidents and problems with Changes to be implemented * Integration with other systems like Crystal Reports, etc is useful. * Adheres to most of the ITIL principles which is good * Implementation time are shorter as compared to other products. What do ...

"BMC Remedy"

What do you like best about BMC Helix ITSM? A good user interface for its users. Provides alerts to necessary personnel What do you dislike about BMC Helix ITSM? Can have a better customer portal, Need proper mobile access What problems is BMC Helix ITSM solving and how is that benefiting you? Worked with Innovation Suite for building an application